One key factor in using SmarterTrack efficiently is understanding agent status. Each agent has a status of active or inactive. Active status indicates that the agent can be assigned tickets and/or live chats. An agent with an inactive status cannot be assigned tickets and/or live chats.

In order for a ticket or live chat to be assigned to an agent, the agent must be logged in to SmarterTrack and the agent’s status must be set to receive tickets and/or live chats for the corresponding group.

Follow these steps to change agent status:

Applies to SmarterTrack 7.x-12.x

  1. Log in to SmarterTrack as an Agent.
  2. Click Management Interface in the portal. The agent status window will automatically display. NOTE: The agent status window can also be accessed at any time by clicking the Availability menu and selecting Active Groups in the upper right corner of the management interface.
  3. Find the Live Chat column. If live chats are enabled for a group, this column will have a checkbox. To start receiving chats for a particular group, select the appropriate live chats checkbox. To stop receiving chats for a particular group, uncheck the appropriate live chats checkbox.
  4. Find the Tickets column. If tickets are enabled for a group, this column will have a checkbox. To start receiving tickets for a particular group, select the appropriate tickets checkbox. To stop receiving tickets for a particular group, uncheck the appropriate tickets checkbox.
  5. Click OK.

NOTE: Agents can temporarily stop receiving chats by going Unavailable. It is always best to verify that the Availability menu in the right corner of the main toolbar displays Available to ensure new chats can be assigned. If the link displays Unavailable, the agent is away from the keyboard. To return and begin receiving chats again, simply click the link and change the status to Available.

 

Learn more about SmarterTrack’s helpdesk system, which includes live chat, a self service portal and knowledge base software.

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